1. Workshop of “Best practices exchanges” Luxemburg 14-15 February 2011 User support – Report 2010
Henric ANSELM/Norbert REINERT

2. European Statistical Data Support
First level support via Eurostat website (FAQs etc)
Second level support via the user support centres
Third level support via “Eurostat User support” – help on standard and complex requests which requires special competence
Around user
requests per year*!
*(2009/2010) 2

3. Major Findings Number of requests 2004/2005: 23 993 2005/2006: 24 320
2006/2007:
2007/2008:
2008/2009:
2009/2010: 3

4. Major Findings First year: Many technical and general requests
Second year: Switch of user types and requests clearly defined
Third year: Increase in complex requests
Fourth year: Further increase in complex requests
Fifth & sixth year: Big part of requests - received at Support centres and Eurostat are complex requests
General trend over these years: increase in complex requests 4

5. Increase in Complex Requests (when Eurostat Production Units need to be consulted)
2004/2005: /2006: /2007: /2008: /2009: /2010: 2 138
Trend: more detailed questions, either because users cannot find the data or metadata via the website or they are questioning the figures. 5

6. Type of users Q4:2010 6 Support Centres Estat
Commercial company/enterprise
37,34% ,67%
Student or Academic
34,50% ,33%
Public administration/Government
8,17% ,78%
Private user
9,91% ,33%
Other
3,88% ,11%
Press and other media
2,89% ,89%
National Statistical Institute
NA ,00%
Political parties and political organisations
0,97% ,00%
EU institution/agency
1,17% ,89%
International organisation
1,15% ,00% 6

7. Direct contact with users!
Promotional activities by the Network (2009/2010 supported by the grants)
Fairs
Events
Web sites
Conferences
Presentations
Mailings
Animation project
Posters
Direct contact with users!  7

8. Web-based Request Treatment Tool
Assist
Web-based Request Treatment Tool
Transparent workflow
Monitoring of requests
Module administration
Improvements 8

9. • Technical problem solving • Checking of availability of data or publications • Verification of data • Methodological information etc.
2011:
DWG November

10. Assist - recent key improvements
Search function
Tracking of related requests (work-flow)
Improved communication - in the chosen language
Export requests to XML format
Attachment function + text box
Reporting function 10